Location and Timings
India – Remote
PST Hours
Responsibilities:
- Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
- Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration
- Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
- Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
- Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
- Proficient in Anti-Virus/EDR management
- High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
- Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
- Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
- Ability to train and mentor junior level & outsourced staff.
- Ability to create documentation and SOPs for team.
- Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
- Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
- Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.
Requirements:
Education: Bachelor’s degree in computer science required but not mandatory.
Work Experience: 7-10 years of hands-on experience in helpdesk, desktop support within a professional environment.
Technical Skills (Preferred)
- Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware.
- Advanced remote support and end-user issue resolution capabilities.
- Proficiency with Windows 11 and macOS environments.
- Experience with Microsoft 365 administration and troubleshooting.
- Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow.
- Support experience for iOS and Android devices.
- Understanding of endpoint security, antivirus, and device management.
- Solid foundation in Active Directory, user administration, and access management.
- Working knowledge of networking fundamentals
- Experience troubleshooting printers and print services.
- Familiarity with remote support tools such as BeyondTrust (Bomgar).
- Ability to act as a technical SME, lead escalations, and drive issue resolution.
Additional Skills
- Strong Ticket Analysis and Report generation
- Excellent verbal and written communication skills
- Strong customer service, communication, and stakeholder management skills.
Ability to work collaboratively and manage multiple priorities
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